Major Auto OEM Service Personnel Reach All-time High Customer Satisfaction Score
Customer Loyalty Case Study AUDIENCE 8,000 dealership fixed-operations personnel
“I appreciated your thought partnership, valueadd and willingness to go above and beyond.” -Major Auto OEM’s client contact
OBJECTIVES Improve customer satisfaction scores. Increase perceived value of training and certification. Integrate all fixed-operations initiatives into a single platform.
STAR AWARDS:
STAR PERFORMANCE. UNIQUE STAR OPPORTUNITIES.
WHAT IT’S ALL ABOUT
CONGRATULATIONS!
AWARDS, OF COURSE!
THE HOTTEST PICKS
With STAR Awards, your performance pays. Whether in the form of STAR Power Points to be redeemed on thousands of name-brand merchandise, travel awards and more, or via the Service STAR Prepaid MasterCard®, your spending power is virtually unlimited. Take a look at all of the ways your performance pays.
Take a look at what other Parts and Service Team Members are redeeming for. These – and more – could be yours!
POINT. CLICK. REDEEM.
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www.StarAwards.com: It’s your portal to more than 10,000 merchandise awards and, even better, you have 24/7 access! Shop anytime, anywhere. Your STAR Power Points can score you name-brand awards in 15 different product categories, from Electronics to Home to Lawn & Garden to Outdoors & Recreation, even branded apparel and merchandise from The Company Store. Powerful awards await you!
1) Apple 8GB iPod Touch Kit 2) Apple 8GB iPod nano Package 3) Omaha Steaks Steak Combo 4) Sony Playstation 3 Bundle 5) Nintendo DS Lite Bundle 6) Nintendo Wii Bundle 7) Sherpa Thermal Zip 8) Matrix Jacket 9) Titleist PRO V1X Golf Balls 10) XBox Pro 360 Game Bundle
• Designate your own “hot picks” with My Five. It’s your own customized award “wish list.” Pick your top five merchandise awards, and as you work toward them, you’ll be able to see just how close you are to redemption!
HOME
• Browse the STAR Garage. It’s where you’ll find great deals! Twenty-five hand-picked items are always available at special sale prices. Check in often AWARDS MY ACTIVITY because deals are updated quarterly. You won’t want to miss out!
INFORMATION CENTER
MESSAGE CENTER
DEALERSHIP DEALER PRINCIPAL
ADMIN TOOLS
Welcome, JOHN DOE
My Activity
full of fun and games. NASCAR, NBA, and • Put your points to work in a very real way: 09/02/2010 : Service Training Exclusive POINTS EARNED: NFL tickets are just one way you can score - Support a cause by selecting Gold-Certified Technicians: An exclusive service training opportunity awaits you. big points with family and friends. merchandise that benefits a non-profit Your dealershiporganization is one of the few elite that will be servicing the all-new premium vehicles. ordealerships charity. Therefore, you have an exclusive opportunity opportunity - as an elite Service Technician ... Visit www.HyundaiStarAwards.com - Donate your STAR Power Points directly CLICK HERE for details and select Awards for more exciting to one of 16 ACTIVITY DETAIL SHOP NOW details about Travel by Design. national charitable
250,000
09/02/2010organizations, : STAR Awards for Parts Professionals A 15% processing fee applies to Travel by including Welcome to STAR Awards forHyundai Parts Professionals Design arrangements and will be deducted Hope On Wheels. STAR Awards is a multi-faceted online platform designed to recognize Parts Managers and from your STAR Power Point balance. - Or, select Counterpersons who strive to products expand their knowledge and provide the utmost in... and services that CLICK HERE for details SERVICE STAR PARTICIPANTS: you can in turn donate to one of three THE SERVICE STAR PREPAID national partner charities.
Visit www.StarAwards.com to find these popular selections and find out what else is in store. With thousands of awards featuring name brands and the season’s latest products, you won’t go wrong. You can’t!
TAKE FLIGHT, OR SAIL THE OCEAN BLUE.
® MASTERCARD WAS DESIGNED MESSAGE CENTER ARCHIVE
NON-TECH
E-CARDS
WITH YOU IN MIND!
With the Service STAR Prepaid MasterCard, Service STAR Quarter to Date redeem for the purchasesSERVICE you choose. Wherever you choose to go, let Travel ALL WE CE SC EA SO Spend where you want and on what you CONTESTS by Design take care of the details. It’s want, anywhere MasterCard is accepted. your personal travel concierge SOUTHservice, CENTRAL You name it: shopping, dining and more. and it’s all part of being a Hyundai Quarterly Survey Count ........................... 64,372 HSI: 870+ WA/MPI The opportunities are all GAME yours. STAR1,433 Awards participant.Goal: From start to Total Service Consultants* ...................... 870 Goal: 62.0% PLAY finish,826 Travel by Design will handle Actual: 831it all. Actual: 847 Total Service Managers* .......................... Visit www.consumercardaccess.com/ Hotel accommodations, air and ground Quarter Period: 6/29/10 through 9/28/10 hyundai to see your earnings, track your SURVEY EARNED POINTS transportation, entertainment—we’ve got it balance, and view your expenditures and FRFT and WA/MPI "Both Yes" ................. 6,368,000 CLICK HERE for Program Overview covered! Leaderboard purchases. FRFT and WA/MPI "Yes"
Star Power Quarter to Date
CORPORATE PROGRESS
SERVICE TOOLBOX
CORP -
Hyundai_Card_FNL_Reference.pdf
and HSI 875+ ............................................... 13,625,000
11/23/09
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Only FRFT "Yes" .......................................... 1,442,500
M
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QUIZZES & SURVEYS
11:18:02 AM
Where to go? The options are endless. The Hyundai Service Escape to the Caribbean way of life – or STAR Prepaid SOUTH CENTRAL Service Sells Cars make an Outback adventure. Don’t want MasterCard® is issued by The Bancorp Bank, to go that far? We have plenty of domestic EXTENDED THROUGH 4TH QUARTER 2010! pursuant to license distractions to offer! Hit the slopes in the from MasterCard CORP your hand in Vegas. If you’re International Incorporated. The Bancorp Bank; # of your Serviceadventure Sells Cars................................................... 2287 Genesis and HSI Score 920+ a sports fan, we’ll help pack Member FDIC. ALL
SC
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Genesis and HSI Score 920+ .................. 169,000
MY
CY
Only WA/MPI "Yes" .................................... 206,000
CMY
K
HSI 850+ ....................................................... 3,061,500
FRFT and WA/MPI "Yes" Rockies or try and HSI 875+ Serv Mgr Bonus .............. 5,450,000
RESULTS 16 percent month-over-month growth in walk around/ multi-point inspection metrics during first program year
Customer Satisfaction
30 PT
INCREASE All-time high scores in fixed right first time metrics
Website averages more than 40,000 hits per month with an average user spending seven minutes on the site
Learn more of our story at
www.itagroup.com
ITAGroup®, the associated design/logo and Driven by Loyalty® are registered service marks of ITAGroup, Inc. All rights reserved.
Serv Mgr Bonus .......................................... 50,700
CLICK
TO SEE ALL
# of Sales Pending Approval...................................... 358 CLICK HERE for Program Overview
Strategies & Tactics Strategy: Keep customer service top of mind for dealership fixed-operations personnel. Tactic: Use a variety of media to communicate customized program goals at the regional level. Strategy: Encourage training and certification to improve first-time repair and multi-point inspection performance. Tactic: Award points for completing training/certification completion and deploy peer and customer-facing recognition certificates and training patches. Launch a user-friendly website with progress-to-goal reporting and customized color scheme for certification level.
About ITAGroup Business is driven by loyalty. ITAGroup drives that loyalty with a comprehensive range of loyalty solutions. We combine incentive programs, rewards and recognition, group travel and event management to engage employees, motivate channel partners and ignite customer devotion. And we rely on traditional business values like hard work, integrity and great client service to make sure our clients are successful.